The 7 Steps to Process Mastery

Terry Schurter BPM Thought Leader Chairman, Board of Advisors, International Process and Performance Institute

Copyright 2009 All rights reserved. Global 360 Inc.

The Seven Steps to Process Mastery

Copyright 2009 All rights reserved. Global 360 Inc.

Step 1 Understand and Embrace Your Goal

Motivation
Financial Return Mandate Quality Improvement Customer Satisfaction Fix a Problem Capacity Limitation Corporate Strategy Its my Job

Baseline
Current Cost We need to 20% Rework 100 Complaints per month The problem is 1000 units per day We will My job is

Goal
Reduce by 30% We do that by 3% rework < 10 complaints/ mth proves its fixed 1500 units per day measured by and this shows Im doing
what I need to!

Copyright 2009 All rights reserved. Global 360 Inc.

Set the Stage Its Amazing!

In the maze we have given you, take 40 SECONDS to find the path from Start to Finish that takes the least number of turns
Go!

10

20

30
Start

Stop!

Under 20 turns? Under 15 turns? Under 10 turns? Under 5 turns?

Finish
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Copyright 2009 All rights reserved. Global 360 Inc.

Set the Stage Its Amazing!

How many people had something like this?

Why did we do this?
Start

What we know influences what we

think we can do (constraints) assumptions unchallenged design great processes!

Often causing us to leave

Thereby limiting our ability to Yet the GOAL is to get to the finish
line in the simplest way possible!!!
Finish

Copyright 2009 All rights reserved. Global 360 Inc.

Step 2 Build an Elegant Design

Seek Simplicity it is the key to success Identify white-space; and eliminate it!
Do this by eliminating non-value added work, and by automating
tasks where possible

Dont make people do what software can Dont make software do what people must! Simplify the User Experience; without this we are likely to fail!

Copyright 2009 All rights reserved. Global 360 Inc.

Set the Stage Whats it Like in the Real World

I cant change that, the system wont let me.
Because thats the WAY the system says I have to...

Make your notes first, then go the system. Its easier that way

You have to do Experiences, not Design THIS, before you can do THAT? just Interfaces I cant find the original Work within the Users Context! application. Customer So WHY Service Practice The would I do Quality as Defined by Dr. Juran Customer is on Representative

the PHONE that? Quality is Fitness of Use as Judged by the User! NOW!

Has anyone else ever run into this?

Why am I entering Make everything as Simple as Possiblethis again? I did change that, the system Thats the rule, Make everything as Flexible as Possible dont question it, just do it. changed it back!

What Im I supposed to do now?

But I have to work on multiple files at the same time!

I have to go around the system, because things dont really WORK THAT WAY.

Copyright 2009 All rights reserved. Global 360 Inc.

Set the Stage Whats it Like in the Real World

Step 1

Step 2

Step 3

Murphy's Law thrives in process: If anything can go wrong, it will

Recognize that ad hoc is the Real World of Process! Remember, Murphys Law Thrives in Work Dont Design in Complex Orchestration Do Design in Flexibility
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Copyright 2009 All rights reserved. Global 360 Inc.

Step 5 Keep Your Process in Tune

PAST Reactive
Measure Process Statistics to find Backlogs, Bottlenecks, Sharp rise in processing time

PRESENT Active
Audit Goal KPIs, Business KPIs

FUTURE Proactive
Detect Work Pattern Changes in Documents uploaded, Error correction, Data entry, Validation

Copyright 2009 All rights reserved. Global 360 Inc.

Set the Stage The Hierarchy of Process Transparency

Process Data is rolled up and aggregated KPIs are broken down into elemental components
Enterprise

Relevant Information enables Process Blinking

Manager

Process Analyst

Functional Area

Department

Supervisor

Process

Process

Process

Processor

Tasks

Tasks

Tasks

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Copyright 2009 All rights reserved. Global 360 Inc.

Step 7 Deliver the Customer Experience

Map the Customer

Experience

Define the Desired

Customer Experience

Create Customer
Experience KPIs

Optimize for Delivery

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Copyright 2009 All rights reserved. Global 360 Inc.

For More Information on the 7 Steps

http://www.amazon.com/Insiders-Guide-BPM-Process-Mastery/dp/0929652096 Product Description BPM big wins have been limited to a small cadre of process masters... but not anymore. Now everyone is just 7 steps away from process mastery. -------------------------------------------------We ve all heard those stories of BPM success that influenced the bottom line and increased revenues. We've all heard those compelling cases of 50%, 60% even 70+% reductions in process cost with hard ROI payback in 12 months or less. We have heard them and they are very compelling. Yet it seems that for many of us, those kinds of results remain elusive. Why is that? Perhaps it is because no one has taken the time to distill the essence, in simple terms, of just how to achieve such results. And that is what this book is intended to do. This book draws out the 7 steps that can help you master your processes, regardless of what mastering means to you. This book is your insiders' guide to making BPM work for you. BPM can make a big difference for almost any business goal. BPM can make a difference with almost any process. Everyone can be successful with BPM. But we also know that process mastery has, to date, remained an unfulfilled promise for far too many organizations. Whether you're seeking the insights to consistently achieve goals with BPM, looking to move yourself from moderate success to big wins, or wanting to keep hitting those process home runs, this book is for you. About the Author TERRY SCHURTER is an internationally recognized process expert, receiving the Global Thought Leadership Award in 2007 from the BPM Group. He currently serves as Director of Product Strategy for Global360 and is Chairman of the Board of Advisers for the International Process and Performance Institute. He has held executive positions including CEO, CIO, VP of Strategy and VP of Engineering. In his 25 years experience in business management he has held senior management positions at Bloor Research, Bennu Group, 3Rings Technolo-gies, Eon Mobility, USDATA, xFactory, and Westinghouse, where he won the prestigious George Westinghouse Signature of Excellence award two years in a row. He is an international speaker (including Fortune 50 C-level events), a Certified Process Professional Coach, and is an author of five books including ''Customer Expectation Management: Success Without Exception,'' a manifesto for customer focused companies; ''Technologies for Government Transformation: ERP Systems and Beyond,'' awarded the 2006 Award for Most Effective Education by the Government Research Association and named to the Top Ten Books for Public CIOs by Public CIO Magazine; and ''In Search of BPM Excellence.''

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Copyright 2009 All rights reserved. Global 360 Inc.